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Customer Service Specialist

4 months ago

Livermore, California, United States Abbott Laboratories Full time

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You'll also have access to:

  • Career development with an international company where you can grow the career you dream of.
  • Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
  • An excellent retirement savings plan with high employer contribution
  • Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit an affordable and convenient path to getting a bachelor's degree.
  • A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
  • A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position works out of our Orlando and California location in the Abbott Heart Failure, Acelis Connected Health business. Our Heart Failure solutions are helping address some of the World's greatest healthcare challenges.

As the Customer Service Specialist, you will handle inbound and outbound calls in a fast paced, high volume call center. You will interact with customers to assist with demographic, member plan and physician changes, as well as collecting results and creating supply orders. You will provide customer service by answering customer concerns, explaining business policies and policy controls, as well as assisting in customer escalations and complaints. The role includes providing testing support, product overview and basic technology instructions. Customer Service Specialists provides general assistance, as needed, to achieve and maintain patient success and satisfaction with remote monitoring.

Principle Responsibilities

The following reflects management's definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

  • Handling of Inbound and Outbound customer calls.
  • Collects, receives, and records INR results.
  • Utilizes call scripting provided when conducting patient phone calls.
  • Contacts physician for INR results based on clinic's reporting preferences and as outlined by Acelis Connected Health policies and procedures.
  • Monitors and assists customers with adherence to prescribed test frequency.
  • Promotes use of digital platforms
  • Provides assistance in the use of digital platforms.
  • Demonstrates knowledge of products used to obtain INR results and provides assistance to customers, as applicable.
  • Responsible for time management, adherence to schedule and attendance.
  • Follows all regulatory policies, procedures, privacy, and security standards in accordance with government agencies including all HIPAA requirements.

Required Qualifications

  • High School diploma or equivalent
  • 1-2 years of high call volume call center experience
  • Communicate clearly and concisely, both in writing and verbally with others in a professional manner.
  • Strong computer skills, proficiency navigating multiple websites and platforms.
  • Proficient with Microsoft office programs and smart devices.
  • Versatility, flexibility, and willingness to work within constantly changing priorities.

Preferred Qualifications

  • 2+ Experience in high call volume call center
  • 2+ Experience in a clinical environment
  • Associate's degree

Physical Requirements

  • Must be able to work sitting down for extended periods of time.
  • Must be able to work with computer and multiple computer screens for extended periods of time.
  • No lifting over 10 pounds required without assistance.

Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at , on Facebook at and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is $23.90 – $47.80 per hour. In specific locations, the pay range may vary from the range posted.